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Terms and Conditions

Last updated: 18 October 2026

1. About us and these terms

1.1 Monarch Remembrance is the trading name of Luke Willingham, a sole trader. Our address is The Bungalow, Main Road, Thorngumbald, East Yorkshire, HU12 9LS. You can contact us by email at monarchremembrance@outlook.com or through our contact page.

1.2 These terms apply to orders placed through monarchremembrance.co.uk, to our free star chart, and to The Gathering, our online remembrance space. Please read them before you order or add a memory.

1.3 You must be 18 or over to place an order or add a memory to The Gathering.

1.4 Nothing in these terms affects your legal rights as a consumer. If anything here conflicts with those rights, your legal rights apply.

2. Every item is made for you

2.1 We make handcrafted memorial pieces, including oak poem boards, star charts, candle holders and garden slates, for pets and for people.

2.2 Every item is made to order and personalised with the details you give us. Because of this, you cannot cancel an order simply because you have changed your mind once we have accepted it (section 7).

2.3 This does not affect your rights if an item is faulty, not as described, or does not match the details or proof you approved (section 8).

3. Your order and our contract

3.1 When you place an order, you are offering to buy the item.

3.2 Our contract begins when we email you to confirm your order.

3.3 We may decline an order, or cancel it before we start making it, if:

• we cannot get the materials needed to make it;

• the personalisation you have asked for is unlawful, offensive, or uses someone else's copyright or trade marks (section 5.5);

• we reasonably suspect the order is fraudulent; or

• the price shown was an obvious error.

3.4 If we decline or cancel an order, we will tell you why and refund everything you paid within 14 days. If the price was an obvious error, we will contact you before making anything, and you can choose to go ahead at the correct price or cancel for a full refund.

4. Prices and payment

4.1 Prices are in pounds sterling and include any VAT that applies.

4.2 The price shown at checkout is the total you pay. It includes delivery to the UK mainland, and nothing is added during or after checkout.

4.3 You pay in full when you order. Payments are handled by our payment provider, and we never see your full card details.

5. Personalisation, photographs and proofs

5.1 Your details. Please check the names, dates, spellings and wording you give us. We engrave or print them exactly as you supply them. If we make an item that does not match what you gave us, that is our mistake and section 8 applies.

5.2 Proofs. Where we send you a digital proof, we will not start making your item until you approve it. Please check it carefully, because we will make the item exactly as approved. If we do not hear from you, we will remind you, and we will not start without your approval.

5.3 Photographs. By sending us a photograph, you confirm that you own it or have permission to use it. The finished result depends on the photo's quality. If a photo is too low in resolution to reproduce well, we will tell you before we start, so you can send another or choose to go ahead.

5.4 Natural materials. Every piece of oak and slate is different. Variations in grain, colour and knots are natural features of the material, not faults.

5.5 Content we cannot make. We may decline personalisation that is unlawful, offensive, or uses someone else's copyright or trade marks, such as cartoon characters or logos. We will tell you before we start, so you can change it or cancel for a full refund.

6. Making and delivering your item

6.1 Please allow up to 12 working days for us to make your item, counted from your order, or from your approval if we send a proof. If materials delay us beyond that, we will tell you straight away, and you can choose to wait or cancel for a full refund.

6.2 Delivery is free, by Royal Mail Tracked 24, to addresses on the UK mainland. If you live elsewhere, please contact us before ordering.

6.3 We will deliver without undue delay, and in any event within 30 days of our contract unless we agree a different date with you. Any time we spend waiting for you to approve a proof is not counted.

6.4 Your item is our responsibility until it is delivered to you, or to someone you have asked us to deliver it to. If it is lost or damaged in the post, please tell us and we will remake it or refund you in full.

6.5 For orders of more than 50 items, please email monarchremembrance@outlook.com before ordering so we can agree timescales.

7. Cancelling your order

7.1 The usual 14 day right to cancel an online order does not apply to goods made to your specifications or clearly personalised (regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013). As every item we sell is made for you, you will not be able to cancel once our contract has begun simply because you have changed your mind.

7.2 As a goodwill gesture, if you contact us before we have started making your item or sent you a proof, we will cancel your order and refund you in full. Once we have started, we cannot do this.

8. If something is wrong with your item

8.1 Your legal rights. Your item must be of satisfactory quality, fit for purpose, as described, and match the details or proof you approved. If it is not, the Consumer Rights Act 2015 gives you these rights:

• Up to 30 days after delivery: you can reject the item and get a full refund.

• After 30 days, or if you prefer: you can ask for a repair or replacement. If that is not possible or does not fix the problem, you can have a price reduction or a refund.

• Up to 6 years (5 years in Scotland): you can bring a claim.

This is a summary. Citizens Advice can tell you more about your rights.

8.2 Our mistakes. If we engrave or print something that does not match the details you gave us or the proof you approved, we will remake it free of charge or, if you prefer, refund you in full.

8.3 Details you gave us. If your item matches the details you supplied or the proof you approved, it is not faulty. Please still contact us, and we will try to help.

8.4 How to tell us. Email monarchremembrance@outlook.com with your order number and a photo of the problem, as soon as you reasonably can. We may not need the item back. If we do, we will pay reasonable return postage for a faulty or incorrect item. Please use a tracked service and send it to: Monarch Remembrance, The Bungalow, Main Road, Thorngumbald, East Yorkshire, HU12 9LS.

8.5 Refunds. We refund to your original payment method within 14 days of agreeing a refund, including the original delivery cost. Your bank may take a few more days to show it.

9. The free star chart

9.1 Our free star chart is created in your own browser from the date and place you enter. We do not receive those details unless you choose to sign up for emails (see our Privacy Policy).

9.2 The chart is calculated from astronomical data to show the sky as it appeared. It is made for remembrance, not for navigation or scientific use.

9.3 You are welcome to download, print and share your chart for personal use, including on social media. Please do not sell it or remove the Monarch Remembrance mark. The design remains ours (section 11).

9.4 The free chart is provided as it is, and we may change or withdraw it at any time.

10. The Gathering

10.1 What it is. The Gathering is a free online space where you can add a photo and a short memory of a companion who has died. Visitors can send a butterfly to any companion there. You do not need to buy anything to take part.

10.2 What you may add. A photo of your own companion, which you took or have permission to share, showing your companion and no people. You may add their name, the date they died, and up to 120 characters of remembrance.

10.3 What you must not add:

* photographs of people, or anything that identifies a living person, such as an address or phone number;

* anything illegal, or that encourages or helps anyone to break the law;

* anything hateful, abusive, threatening, sexual or violent;

* photographs or images belonging to someone else, used without permission;

* advertising, links or promotion; or

* anything posted to upset or mislead others.

10.4 Every memory is checked by a person. Nothing appears in The Gathering for other visitors until we have reviewed and approved it, usually within one working day. We may decline anything that breaks these terms or that we reasonably consider unsuitable for a memorial space. If you choose, you can see a private preview of your memory while it waits. The preview is kept only in the browser on the device you used to add it, and nobody else can see it. Once your memory is approved, it takes the preview's place. If the preview disappears and your memory does not appear in The Gathering, it was not approved. The preview also disappears after 30 days, or if you clear your browser's data. We do not ask for your contact details, so we cannot tell you why a memory was declined. Please contact us if yours has not appeared after a few days.

10.5 Your permission to us. Your photo and words remain yours. By adding them, you give us permission, free of charge, to store, resize and display them in The Gathering, and to show them when someone shares a link to your companion. This permission lasts while your memory is in The Gathering, and ends when it is removed. We will never use your photo in advertising or on products without asking you separately.

10.6 Removing your memory.

(a) With your removal code. When you add a memory, we show you a private removal code once. Please keep it safe and do not share it, because anyone with the code can remove the memory. To remove your memory at any time, open it in The Gathering, tap "Is this yours? Remove it" and enter your code. It is removed from The Gathering straight away.

(b) If you have lost your code. Contact us through our contact page or by emailing monarchremembrance@outlook.com, with the link to the memory or your companion's name. Because The Gathering has no accounts, we need to check the request is genuine before we remove a memory. We will usually ask you to send the original photo from your phone or computer, or other photos of your companion. We will remove the memory within 5 working days of receiving what we need. If we cannot confirm the memory is yours, we will explain why, and you can ask us to look again under 10.9.

(c) After removal. When a memory is removed by you, or by us at your request, we keep the photo for 7 days in case it was removed by mistake. After that, we delete it permanently, along with the butterflies sent to it. If you change your mind within those 7 days, contact us and we will restore it. After that, you would need to add it again.

(d) Removal by us. We may also remove a memory that breaks these terms, or at the request of the photo's rightful owner. Photos we decline, and photos we remove because they break these terms, are deleted permanently within one day. We keep a record of each decision, without the photo, so that we can deal with complaints.

10.7 Reporting a memory. Tap Report this, then tap again to confirm. Reports come to us for review, and we aim to review them within 2 working days. A memory that receives several reports is hidden automatically until we have reviewed it. If we find illegal content, we remove it straight away and report it to the authorities where the law requires.

10.8 How we protect people from illegal content. Every memory is reviewed by a person before it is published. Visitors can report any memory, and reports are reviewed by a person. We limit how many memories can be added in a short time, and we check that every upload is a genuine photo. We do not use automated technology to detect or remove content.

10.9 Complaints and appeals. Please contact us through our contact page or email monarchremembrance@outlook.com, with "The Gathering" in the subject, if:

* you think a memory breaks these terms;

* your memory was declined or removed and you think that was wrong;

* we could not confirm a removal request under 10.6(b); or

* you are unhappy with how we handled a report.

We will acknowledge your complaint within 5 working days and explain our decision. If we got it wrong, we will put matters right. Where the photo has already been deleted, we will ask you to add the memory again and will approve it promptly. Nobody will be treated less favourably for making a complaint.

10.10 Butterflies, gifts and writing to them. Each visitor can send one butterfly and leave one gift for each companion. Gifts are chosen from a set of small pictures, and no words can be added to them. Everyone who visits can see the gifts left for a companion. Counts are shown as a gesture of remembrance and may not be exact. Anything you write using “Write to them” stays on your device while you write it and disappears when you let it fly or close it. We never save it, and it is never sent to us.

10.11 If The Gathering ever closes. We will care for every memory, but as a free service we cannot promise it will exist forever. If we ever close it, we will give at least 30 days' notice on the website and send a copy of a memory to anyone who asks before it closes.

10.12 What your device stores. So The Gathering works as described, your browser keeps a random visitor number, a note of the companions you have sent butterflies or gifts to, and your private preview if you chose to see one. The visitor number is also stored with any memory, butterfly, gift or report you send, so the same one is not counted twice and so we can deal with misuse. None of this is used for advertising or to identify you. Clearing your browser’s data removes it from your device.

11. Our designs and verse

11.1 The website, our product designs, original poems and verse, and our star chart technology belong to Luke Willingham, trading as Monarch Remembrance.

11.2 Buying an item gives you the item, not the copyright in its design or verse. You are welcome to photograph and share your piece, but please do not copy our designs or verse for commercial use without our written permission.

11.3 Anything you send us, such as your photos and words, remains yours.

12. Our responsibility to you

12.1 We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. Loss is foreseeable if it is obvious it will happen, or if both of us knew it might happen when our contract began.

12.2 We are not responsible for loss or damage that is not foreseeable.

12.3 We make our products for domestic and private use. If you use them for business purposes, we are not responsible for any loss of profit, loss of business or business interruption.

12.4 Nothing in these terms limits or excludes our responsibility for:

• death or personal injury caused by our negligence;

• fraud or fraudulent misrepresentation;

• your legal rights in relation to the items we supply (section 8); or

• anything else that cannot be limited or excluded by law.

12.5 If something outside our reasonable control delays your order, we will tell you as soon as possible. If the delay is significant, you can cancel for a full refund.

13. Complaints

13.1 If you are unhappy with anything we have done, please contact us through our contact page or at monarchremembrance@outlook.com. We will acknowledge your complaint within 5 working days and aim to resolve it within 14 days.

13.2 If we cannot resolve your complaint, we will tell you whether we are willing to use an alternative dispute resolution provider. You can also get free advice from Citizens Advice, or from Advice Direct Scotland or Consumerline in Northern Ireland.

14. Changes to these terms

14.1 We may update these terms, for example when the law changes. The terms in place when you ordered apply to your order.

14.2 For The Gathering and the free star chart, updated terms apply from the date we publish them. We will show the date of the latest version at the top of this page.

15. Which laws apply

15.1 These terms are governed by the law of England and Wales, and you can bring legal proceedings in the courts of England and Wales.

15.2 If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts, and you keep the protection of your local law.

16. Other important terms

16.1 If a court decides that part of these terms is invalid, the rest still applies.

16.2 Only you and we have rights under these terms. Nobody else can enforce them.

16.3 If we do not insist straight away on something you must do, we can still insist on it later.

16.4 If the business is ever sold, we may transfer our contract with you to the new owner. We will tell you, and this will not reduce your rights.

17. Contact us

Monarch Remembrance, The Bungalow, Main Road, Thorngumbald, East Yorkshire, HU12 9LS

monarchremembrance@outlook.com · Contact page

18. Suite of Remembrance

The keepsakes on our Suite of Remembrance page, including A Book for the Children, are free and for personal use only. They are made in your own browser: we do not see, store or keep the words you type or the photographs you add, and we count only, anonymously, when a keepsake is made or saved. A Book for the Children is a keepsake written using published guidance on talking with children about death. It is not professional, medical or psychological advice, it is not tailored to any individual child, and we make no promise about its effect. Please read it through before sharing it, and seek professional support if you are worried about a child. By adding a photograph you confirm you have the right to use it. We may change or withdraw the free keepsakes at any time. Nothing in these terms limits or excludes any liability that cannot be limited or excluded by law, including liability for death or personal injury caused by negligence, and nothing affects your statutory rights.

 

Privacy Policy

Last updated: 18 October 2026

This policy explains what information we collect, why, how long we keep it, and your rights. It is information for you, not something you have to agree to.

1. Who we are

Luke Willingham, trading as Monarch Remembrance, is the controller of your personal data. You can contact us at monarchremembrance@outlook.com, through our contact page, or at The Bungalow, Main Road, Thorngumbald, East Yorkshire, HU12 9LS.

2. What we collect and why

When you buy from us. We collect your name, email address, phone number, delivery address, order details, personalisation wording and any photos you send for your item. We use this to make and deliver your order (lawful basis: contract) and to keep tax records (lawful basis: legal obligation). We keep order records for 6 years, as HMRC requires, and delete photos within 90 days of your order being completed.

When you pay. Payment is handled by our payment provider, to take payment and issue refunds (lawful basis: contract). We never see or store your full card details.

When you contact us. We collect your name, email address and message, so we can reply to you (lawful basis: legitimate interests). We keep this for up to 2 years after our last contact.

When you sign up for emails (optional). We collect your email address and a record of your consent, so we can send you news and offers (lawful basis: consent). We keep these until you unsubscribe. After that, we keep your address only to make sure we do not email you again.

When you make a free star chart. We collect nothing. The date and place you enter stay in your browser and are not stored by us.

When you add a memory to The Gathering. We collect your companion's photo, name, date and remembrance, a random visitor code, and a record of when you agreed to our terms and which version. We publish your memory with your consent. We use the visitor code and consent record to prevent misuse and to show what you agreed to (lawful basis: legitimate interests). We keep your memory until you ask us to remove it. Declined photos are deleted within 30 days.

When you send a butterfly or report a memory in The Gathering. We record the memory concerned, your random visitor code and the time. We use this to count one butterfly per visitor and to review reports (lawful basis: legitimate interests). We keep butterfly records while the memory is shown, and report records for 12 months.

When you visit the website. Our website platform, Wix, records your IP address, browser and device type, and the pages you view. We use this to keep the site secure (lawful basis: legitimate interests) and, if you agree, to understand how the site is used (lawful basis: consent; see section 10). Wix sets how long this is kept.

We do not ask for your name or email address to add a memory to The Gathering. Photos are resized in your browser before they are sent, which removes hidden information such as the location where the photo was taken.

3. Information about companions and people who have died

Information about animals is not personal data, and data protection law does not cover people who have died. We still treat every name, date and photograph you share with us with care. We use it only to make your item or publish your memory, and never sell or share it for any other purpose. If a photo also shows living people, that part is personal data and we protect it as such. The Gathering does not accept photos of people.

4. Marketing

We only send marketing emails if you have ticked to say you would like them, or if you have bought from us before, did not opt out when ordering, and we are telling you about similar products. Every email includes an unsubscribe link, and you can also ask us to stop at any time. Using The Gathering or the free star chart never signs you up to emails.

5. Who we share information with

• Wix, which hosts our website, stores our records and sends our emails on our behalf.

• Our payment provider, to take payments and issue refunds.

• Royal Mail, to deliver your order.

• Professional advisers, such as an accountant, where needed.

• The police or other authorities, where the law requires, including when we report illegal content.

We never sell your personal data.

6. Information stored outside the UK

Wix and our payment provider may store or process information outside the UK. Where they do, we rely on the protections in their data processing terms, such as UK adequacy regulations or approved contract clauses.

7. Keeping your information safe

Only we can access your information, using secure, password protected accounts. Payments are processed over encrypted connections by our payment provider. If you think your information has been misused, please contact us straight away.

8. Your rights

You have the right to:

• ask for a copy of the information we hold about you;

• ask us to correct it;

• ask us to delete it, unless we must keep it by law;

• ask us to limit how we use it;

• object to how we use it, including for marketing;

• ask for it in a format you can take elsewhere; and

• withdraw your consent at any time, without affecting anything we did before.

Contact us to use any of these rights. It is free, and we will reply within one month. We may ask you to confirm your identity first.

9. Complaints about how we use your information

You can complain to us through our contact page or by emailing monarchremembrance@outlook.com. We will acknowledge your complaint within 30 days, respond without undue delay, and keep you updated.

If you are not satisfied, you can complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint or on 0303 123 1113.

10. Cookies and information stored on your device

Strictly necessary. Our website platform, Wix, uses cookies to keep the site secure, run the basket and checkout, and remember your cookie choices. These do not need your consent. They include XSRF-TOKEN and hs (security), svSession and smSession (sessions and logins), SSR-caching (page loading), _wixCIDX and bSession (system monitoring) and consent-policy (your cookie choices).

Statistics. Wix Analytics counts visits and shows us which pages are used, so we can improve the website. These cookies only load if you agree to them in our cookie banner. You can change your choice at any time using the privacy settings button shown on every page.

Preferences. The wixLanguage cookie remembers your language setting.

The Gathering. If you send a butterfly, report a memory or add a memory, your browser stores a random visitor code (mr_vid), so each visitor counts once and misuse can be prevented. It is only created when you take one of those actions. Your browser also stores a list of companions you have sent butterflies to (mr_lit_v1), so the animation does not repeat. Both stay on your device, and you can delete them by clearing your browser's site data.

Advertising. We do not use advertising or cross-site tracking cookies. If that ever changes, we will ask for your consent first.

You can also block or delete cookies in your browser settings, although parts of the website may then not work.

11. Changes to this policy

We will post any changes on this page and update the date at the top. If a change significantly affects how we use your information, we will tell you on the website.

12. Contact us

Monarch Remembrance, The Bungalow, Main Road, Thorngumbald, East Yorkshire, HU12 9LS

monarchremembrance@outlook.com · Contact page